Head of Customer Services & Operations

We’re looking for a hands-on, forward-thinking Head of Customer Services & Operations to rebuild and lead our customer service function while owning day-to-day fulfilment operations.

This is not a traditional support role as you will design an AI-enabled, highly efficient service model, implement automation and ensure a world-class customer experience from order to delivery. At the same time, you will manage and scale fulfilment operations to support growth.

Key Responsibilities

Design and implement a modern customer support function from the ground up

Introduce and manage AI tools (chatbots, automated workflows, triage systems)

Define what should be automated vs human-led

Reduce response times and increase resolution efficiency

Own the end-to-end customer journey (pre-order delivery post-service)

Monitor and improve operational KPIs

Handle complex/escalated customer issues with empathy and precision

Continuously refine tone of voice and service standards

Fulfilment & Operations Management

Oversee the fulfilment function (orders, kits, logistics, returns)

Manage onsite operational workflows in Chippenham

Identify bottlenecks and optimise processes for speed and accuracy

Work closely with logistics, lab partners, and internal teams

Ensure operational scalability as volume grows

4. Systems & Process Optimisation

Select and implement tools (CRM, helpdesk, automation platforms)

Build dashboards and reporting for performance tracking

Continuously improve workflows using data and experimentation

Introduce lean processes and operational best practices

Hire, train, and manage a high-performing support and operations team

Create a culture of accountability, speed, and customer focus

Define roles, responsibilities, and career progression

Experience

Experience building or scaling a customer service function

Highly tech-savvy and AI-curious (experience with automation tools is a strong advantage)

Process-driven with a bias for efficiency and continuous improvement

Comfortable in a fast-paced, start-up environment

Strong problem-solving and decision-making ability

Excellent communication and leadership skills

Why Join

Build and own a critical function from the ground up

High-impact role with real ownership and autonomy

Opportunity to shape both customer experience and operations at scale

Work at the intersection of service, technology, and operations